BSBCMM301 Process customer complaints

Contents

Before you begin

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Topic 1: Respond to complaints

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1A Process customer complaints

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1B Document and review customer complaint reports

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1C Make decisions about customer complaints

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1D Resolve customer complaints

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1E Maintain a register of customer complaints

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1F Communicate with customers about complaint outcomes

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Summary

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Learning checkpoint 1: Respond to complaints

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Topic 2 : Refer complaints

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2A Identify complaints to be referred

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2B Refer complaints to appropriate personnel

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2C Forward documents and investigation reports

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2D Follow up complaints

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Summary

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Learning checkpoint 2: Refer complaints

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Topic 3 : Exercise judgment to resolve customer service issues 57

3A Identify the impact of customer service issues

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3B Negotiate options for resolving issues with customers

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3C Propose suitable solutions for resolving issues

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3D Ensure unresolved matters are referred to appropriate personnel

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Summary

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Learning checkpoint 3: Exercise judgment to resolve customer service issues

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Jetson's Baths ? Refund and exchange policy

Change of mind If you are not fully satisfied with your new Jetson's product, simply return it to the store where it was purchased, along with your receipt, within 14 days. We will happily provide an exchange or refund, providing the product is in new condition. This means that the packaging has not been damaged and the product has not been used or damaged. When providing a refund: ? If the product was purchased by cash, we will provide a cash refund. ? If the product was purchased on a credit or EFTPOS card, we will credit the account with the

refunded amount. Please note that we are unable to offer `change of mind' returns on custom-made items, such as monogrammed bath robes. We do not cover the cost of return postage for `change of mind' returns. Faulty products We will arrange a repair, refund or replacement for faulty or incorrect items in accordance with Australian Consumer Law. We will reimburse the cost of return postage for faulty items and incorrect deliveries. Thank you for reading these conditions and for your understanding. We hope to provide the best possible service to you, so please let us know if you have any questions or concerns.

Complaints from external customers

External customers are people from outside an organisation who interact with it, whether this is regularly, occasionally or even just once. They include clients who purchase products or services, suppliers who provide specific products or services, consultants, contractors and people from other businesses or agencies. Complaints received from external customers may range from minor dissatisfaction with a service (`I had to wait two hours for my sofa to be delivered') to a major complaint regarding the organisation that could have serious consequences (`I'm going to sue your company for selling me that children's swing ? it's dangerous and its poor quality shows your blatant disregard for my child's safety'). External complaints commonly relate to: ? incorrect advertising ? inaccurate information ? rude employees ? faulty products ? inadequate service.

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BSBCMM301 Process customer complaints

Be clear about the following areas of responsibility.

Complaints you are responsible for

Be familiar with the types of complaints you are responsible for handling. For example, you may be responsible for correcting administrative errors, following up delivery mistakes, replacing damaged goods, or preparing and sending acknowledgment letters.

Complaints you are not responsible for

Know the type of complaints that need an expert or someone more senior in the organisation to resolve. Examples are serious complaints relating to discrimination, safety or privacy and complaints relating to a specific product.

Also know who to refer a complaint to if it is outside your area of responsibility or is a serious matter; for example, you may need to refer a complaint to a manager, a colleague with expertise in the area or a manufacturer.

Deal with a complaint

Understand what procedures have to be followed. Use specific communication strategies such as active listening, empathising and asking follow-up questions to clarify the situation. There may be formal procedures to follow, such as completing a complaint record. Many of the complaints received will relate to the organisation's products and services. The more staff know about these, the easier it will be for them to provide explanations to customers and to follow up complaints.

Legislative and organisational requirements

All interactions with customers must be conducted in accordance with legislative requirements and company policies on maintaining privacy, not being discriminatory and complying with consumer and trade practices Acts. An organisation's compliance-related policies and procedures should be developed in accordance with relevant Acts. Complaints relating to breaches of these Acts may result in legal action. Even though staff members don't need to memorise all the Acts, they must understand the essence of the legislation and how it may relate to the complaints they receive.

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Consumer rights

Australian Consumer Law Australian Consumer Law is the overall name for the various state and territory laws that protect consumers. When processing customer complaints, you must follow the rules set out in legislation about when customers are entitled to a refund, repair, exchange or compensation. You must also make sure not to mislead customers.

Codes of practice

Depending on the industry sector you work in, you may also be required to follow specific standards or codes of practice when dealing with customer complaints. For example, there are codes of practice that relate to complaints about advertising, insurance, lotteries and service delivery by government departments. These codes are voluntary (not required by law) so you need to know which codes or standards your organisation has made a commitment to comply with.

Work health and safety (WHS)

Work Health and Safety Act 2011 (Cth) This Act exists to make sure that all employees and others are safe at work. Employers and employees have a responsibility to keep the workplace safe. This means following safe work procedures, and reporting and removing risks and hazards. The law also protects people's psychological safety by making bullying and harassment illegal and recognising that stress is a WHS issue.

Process customer complaints

Different types of complaints warrant different formalities and procedures. A complaint about a faulty product could be handled by the customer service manager and/or the quality control officer. A complaint about a workplace hazard could be handled by the WHS officer and the property manager. Processing complaints is about the actions taken towards resolving a problem. Efficient and successful handling of complaints is a very important aspect of quality customer service. Here is information about the customer complaints process.

Customer complaints process

?? Identify the nature of the complaint. ?? Document the complaint. ?? Investigate the complaint. ?? Negotiate a solution. ?? Follow up with the customer.

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Be polite

Always be polite when handling a customer complaint. If you lose your temper or behave rudely, you will inflame the situation and make the customer angrier. Part of being polite and courteous is the ability to remain calm, regardless of how the customer behaves. Don't let difficult customers upset you. Your customers come from a diverse range of social, cultural and ethnic backgrounds. They may have physical or mental disabilities or be unwell. They may be drug affected or emotionally distressed. These factors may affect the way they behave, speak or negotiate. Treat all customers with respect and tolerance. If you are friendly and courteous to the customer, this helps build rapport and trust, which will be an advantage when processing their complaint. Customers find it more difficult to yell at a friendly customer service person than a person who is abrupt, rude or unsympathetic.

Be calm

Don't become defensive when you receive a complaint and don't take the matter personally. It is human nature to want to make excuses or blame someone else when faced with someone complaining. But be objective, stay calm and put yourself in the customer's shoes. They are angry at something that has happened, not at you. Your job is to fix the problem for them, not to lay the blame. Responsibility for the problem will be established later, when the complaint is analysed internally.

Communicate appropriately

You can communicate with customers in a range of ways. Choose the most efficient way to handle a complaint according to the nature of the complaint and the customer you're dealing with. The following describes communication methods and examples of when they could be used.

Telephone If the customer is from interstate or they need to know something urgently, a telephone call may be appropriate.

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Use active listening skills. This kind of listening requires you to concentrate on what the person is saying. For example, you can repeat things back to the customer to check you have heard correctly. You can also ask questions to clarify what has happened and why they are upset. Give the customer the opportunity to confirm their request.

Let the customer know you are listening in these ways. If you are face to face with them, they will know you are listening by the way you nod or smile. Make sure you use eye contact.

Don't interrupt the customer or complete their sentences for them. This is rude and can also cause you to miss some of what they are saying.

Remember to take notes when a customer is explaining the details of their complaint to you. Your notes will help you remember the important points of the complaint and will serve as a record of the conversation.

Consider your customers

When dealing with customer complaints, be aware of the person's age, sex, religion, culture and experience. Use language that is suitable, based on what you see and hear. Ask the person how they prefer to be addressed (John, Mr Smith). Talk with people in ways that are best for them.

If you are going to have an extended interaction with someone ? such as dealing with a complaint relating to complex or personal matters ? you may need specialist help to facilitate communication.

Be mindful of cultural factors such as the following: ? Some types of nonverbal communication (body language), like looking someone in the

eye, are seen as positive in some cultures, negative in others. ? There may be a protocol about who you should communicate with; for example, in some

cultures you need to deal with the senior male family member. ? A person may not speak English well enough to discuss legal, medical or financial

matters, even if they appear to be fluent in general conversation.

Speak clearly and avoid jargon

Always speak clearly and in a pleasant tone to customers. When you are talking to a customer, the way you speak sets the tone of the conversation. This is particularly true of telephone conversations. You should sound concerned, informed, empathetic, patient and pleasant. A boredsounding customer service officer can be infuriating to an already angry customer.

Focus on the conversation and make sure you are speaking clearly and at a volume and speed that the customer can comprehend. If you have a naturally quiet voice or feel shy about talking to people, you need to practise your verbal communication skills. Ask a confident friend or colleague to coach you.

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If you have an open stance and a friendly, concerned look on your face, this will help the customer feel their complaint is being taken seriously. Try not to fold your arms, as this can look confrontational. You can read how the customer is feeling by their body language too. If they are punching the desk, going red in the face or pointing a finger at you, you know they are furious. If the customer is calm and still, they are probably going to be easier to deal with. Look out for these signs and try to gauge how the customer is feeling from their body language.

Review your performance

Part of your responsibility at this level is to manage your own performance by regularly monitoring and evaluating it. How well are you following organisational policies and procedures, communicating with customers and processing complaints? It is your job to keep up to date with changes and feedback. For example: ? Complaints procedures may change. ? New products and services may be introduced. ? New legislation relating to consumer protection may be introduced. ? Customer feedback may indicate there is dissatisfaction with the way you have handled

and resolved a complaint. You should seek out learning opportunities to improve your performance. Review your performance on a regular basis: ? Analyse a situation that you handled successfully ? what techniques did you use and

how could you generalise this experience? ? Check your knowledge of legislation, the organisation's products and services, and

organisational procedures. ? Review your written and verbal communication ? do you need to improve your

grammar and spelling, or could your telephone manner be clearer? ? Ask a colleague or your supervisor to comment on your performance. ? Check the feedback forms filled in by customers you have dealt with. ? Discuss your work at a formal performance appraisal session with your manager.

Seek learning opportunities

Part of managing your performance is taking responsibility for seeking learning opportunities whenever you can. For example, if you have identified that your listening skills could be improved, think of ways to seek help or advice in this area. Here is more about learning opportunities.

Learning opportunities

?? Asking to be coached ?? Arranging to have a mentor ?? Asking questions at team meetings ?? Observing an experienced person interacting with customers ?? Reading business journals, books and blogs ?? Applying for a course that relates to a training need

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I've got your order in front of me now, Mrs King. The mix-up seems to be that on the order form you faxed us, the box for general garden maintenance was ticked. This includes weeding and pruning. How would you like us to deal with this?

Mrs King:Oh dear, I must have ticked the wrong box. Well, I guess next time I just want the lawns mowed.

Becky:Certainly, Mrs King. I will change the records and let Janelle, the gardener, know. Is there anything else I can do for you today?

Mrs King:

That's all, thank you.

Practice task 1

Read the scenario, then answer the questions that follow.

Scenario

You work as a receptionist in a marketing agency. An unhappy client phones to say they are waiting on a statistics report that is well overdue. You contact the account manager for that client, Rika, and refer the matter to her. You provide her with all the details of the complaint. Rika then goes to Geoff, who is in charge of preparing the statistics report. He works part time, so she can't speak to him until the next morning. Geoff says he is waiting on information from the research department in order to compile the report. He calls the research department in London, a different time zone, and leaves a message to ask when the information will be sent. Meanwhile, the client has been waiting 24 hours since the initial contact. He phones you again and asks why no-one has got back to him.

1. What has gone wrong in this situation?

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